• Resolving End-User Technical Issues: Actively respond to technical concerns and issues raised by end users, providing solutions through chat, phone and email support. • Requirement Gathering: Gather user feedback and systematically document feature requests and enhancements to inform product development. • Task Management: Assess project requirements and efficiently allocate tasks among team members, ensuring timely completion. • Reporting: Prepare comprehensive reports, offering insights and updates to the management board. • Collaboration with Development Teams: Engage closely with developers, QAs, and BAs to troubleshoot and resolve production issues, enhancing product reliability and user satisfaction.

• CRM Integration: Integrated Dynamics CRM with essential Microsoft products, including Outlook, Power BI, and SharePoint. • Technical Support: Provided expert technical support for CRM issues to IT Administrators through email and phone. • Issue Escalation: Effectively escalated production issues to the Microsoft development team for prompt and efficient resolution. • Root Cause Analysis: Identify the root cause of the issue and deliver a detailed RCA to enterprise clients.